Ngedwa Sandile Myeza

Actively listening in a BPO business ensures goal clarification and that you end user or critical stakeholder/sponsor's needs are met. Active listening ensures you gather the correct information, understand the desired objectives and are able to solution in accordance. It provides more accurate context and that you are equipped to make better decisions. Active listening helps foster stronger relationships and build greater rapport. This extends to trust in the team and customers. Consequently, call handling time is reduced as you are able to get to the solution quicker. The end user feels more valued and more often than not, will be happy to refer someone else.

There are a number of tools that you can deploy (i.e. Design Thinking, Decision Matrix, Pareto Analysis, SWOT Analysis, Multi-voting technique, Cost-Benefit analysis etc.). Dissect the pro's and cons, impact and priority level, risk vs reward just to name a few. Each tool has its benefits and shortcomings. Start by defining whether this is a simple or complex problem/decision in order to use the correct tool. Probing and asking the right questions stimulates creativity and encourages all participants to stretch their thinking. Review every decision and it's outcome. Understand the process and outcome to know what could be done better. Build alternative scenarios that look at as many possibilities as possible

Start by knowing your audience and understanding their priorities and concerns. Craft a relatable narrative anchored by a clear objective. Highlight challenges and solutions, backed by data and historic results/trends. Engage emotions by sharing impactful anecdotes and ensure authenticity in your delivery. Framing and use of persuasive diction will be vital in connecting to your audience at an emotional level. Weave data into your narrative however tell a story in your delivery. Use visuals and analogies to simplify complex ideas and clearly showcase the benefits and value of your proposals. Encourage interaction and follow up to build strong, influential relationships.

Understand the base market-related remuneration for the same or similar roles. Research the industry, understand historic business operational and recruitment trends and the projected roap-map for the organization. Understand the challenges the organization faces and marry your skills, expertise, experience and qualifications to show the value you bring and will create for the organization. Do not be fixated on just a currency value. Understand the benefit structure (i.e. Short-term vs Long-term incentives, Benefits, Share equity, Performance related guard-rails, Restraint of Trade, N.D.A's etc.). Ensure your career projection is aligned to where the company is going and desires. Be diplomatic and collaborative yet assertive.

Remain calm, in control of your emotions despite your emotions and always maintain professionalism. Default to logical reasoning vs being swayed by emotions. Acknowledge the challenge, show empathy and curiosity. Seek to understand the rationale behind the challenge and identify non-congruencies. Foster an environment of respectful disagreement, collaboration and open dialogue, underpinned by honesty and a willing suspension of disbelief. Provide your own rationale and case for the action. Find common ground, re-enforce valid arguments and be flexible to change your own view and incorporate these ideas where warranted. Chart a collaborative way forward and ensure there are no unresolved concerns lingering in the air. Be kind yet assertive.

Start by taking accountability for the failure. This shows maturity and awareness of what went wrong. Do not deflect! Be clear about your involvement in the failure, and what could have been done better then ruminate on a remedial action plan to resolve the issue at hand. Understand the Senior Stakeholder's desired outcome, way of work and align your actions to this goal. Outline roles and responsibilities, hold responsible parties accountable and be very explicit about 'uncertainties' and what could take longer than expected to rectify (under promise and over deliver vs. realistic commitment and transparency on progress). Maintain open communication at all times. Deliver results so you can rebuild credibility and trust.